Nationwide Insurance Services Rep - Commercial Lines in Gainesville, Florida

If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

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The information after the asterisks contains the corporate job description for Nationwide; the information between the asterisks provides additional clarification about this particular job opening.

Insurance Services Representative-Commercial & Farm Lines

About Us

Nationwide is a leader in the insurance and financial services industry in America. We are a Fortune 69 company with a mission to keep our members, their loved ones, and their belongings protected.

We commit to every employee and community we serve by emphasizing employee development and charitable partnerships. That’s how we win Gallup’s Great Workplace Award year after year and why we’re ranked #54 among Fortune’s 100 Best Companies to Work For.

Your Team

We are growing our Commercial Lines Customer Service team in Gainesville, FL that provides insurance coverage for business and farm property owners and their vehicles.

We have fun here working together as a team while also valuing individual contributions. Competence and initiative are the keys to ensuring customer satisfaction – effective resolutions are provided during the first call, for every member.

The main goal of this team is to deliver quality service and solutions that exceed our members' expectations.

Reporting Relationships: You report to the Commercial Lines Customer Service Leader; you have no direct reports.

About You

So, you think you’ve got what it takes to make the cut? Commercial Lines Customer Service Associates are:

• Chameleons (easily switch gears between member and agent)

• Out-of-the-box solution finders; resourceful

• Go-getters committed to making sure the member has a resource to lean on when they need it most

• Resilient; up for the challenges of change

• Dedicated to creating effortless customer experiences

• Comfortable talking with commercial business owners about complex policies

• Willing to learn and internalize business policy intricacies

• Excited about working in a dynamic, fast-paced environment

• Enthusiastic about helping others, including team members

• Interested in a career, not just a job!

You should also have:

• A high school diploma – and preferably some college coursework

• One year of experience in customer service (preferably in a commercial insurance agency or call center)

• Excellent verbal and written communication skills with multiple parties

• Willingness to become an expert on Nationwide’s systems, commercial policies & products

• The ability to obtain state licensing as required

Job Summary

A typical day in the life of a Customer Service Associate:

  1. Answering complex calls and explaining commercial and farm insurance products to multiple parties, scheduling follow-ups as needed

  2. Using available resources to make policy changes, reinstatements, provide quotes and bind coverage as efficiently as possible

  3. Processing necessary documents such as certificates/evidence of insurance and related correspondence

  4. Organizing and prioritizing tasks to ensure company standards are upheld

  5. Maintaining knowledge of state-specific processing procedures, systems, pricing guidelines, credit & collection procedures, eligibility, and team concepts

  6. Jumping in to complete other tasks as needed

Compensation & Benefits

You receive a starting salary of $32,600 with opportunities for increased pay based on performance. Other benefits include:

• Enjoying time with your family/pets/yourself with up to 18 days of paid time off and 9–10 paid holidays per year

• A 401k match and company-funded pension plan

• Medical, dental, and vision insurance (part of our Wellness Program)

• Up to $5250 in tuition reimbursement per year after your first year

• Flexible scheduling opportunities

• Excellent opportunities for growth and promotion

• Network of diverse employee resource groups

• Special discounts through Abenity along with a variety of other corporate discounts

• On-site wellness center with Zumba and yoga Classes, nurse and cafeteria

Training & Work Schedule

Your career at Nationwide begins on February 11, 2019 with an award-winning 16-week training program that is designed to set you up for success and confidence in your new role. Your training schedule will be Monday – Friday, Monday- Friday, 8:30-5:00 PM followed by a regular work schedule of Monday- Friday, 12:30 PM- 9:00 PM.

Job Conditions

A fun contact center environment where extended hours of sitting and typing at your PC, complete with dual monitors and headset, are the norm. Member needs may warrant the need for schedule flexibility and overtime. On the odd occasion, you may have to lift something more than 20 pounds.

Equal Opportunity Statement

Nationwide embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.


Creates an exceptional customer experience while contributing to individual and team performance expectations. Provide solutions based on our members by providing a first-time final resolution and cross-selling and up-selling. Provides consultative guidance to agents and customers as well as process and performance improvement recommendations as required. Act as a subject matter expert regarding commercial and farm lines insurance needs.

Job Description

Reporting Relationships: Reports to Commercial Lines Customer Service Supervisor

Core Duties and Responsibilities:

  • Owns the customer experience by handling complex inbound phone calls including premium changes and retention calls, emails, chat sessions, and texts from customers, agents, third parties, and business partners who are inquiring about insurance products or policies.

  • Exhibit commercial and farm lines insurance knowledge and is fully cross trained on all products, able to effectively handle small and middle market accounts, special requirements, farm and processing functions

  • Provides guidance to customers by solving their immediate needs as well as anticipating future needs or questions. Provides consultation, proactive guidance and advice to agents and customers on next steps as well as policy options that may be beneficial.

  • Completes an “On Your Side” care review for customers as requested. Retain customers by using experience and knowledge.

  • Through issue diagnosis, minimizes transfers, escalations, and call backs by using all available resources and systems to make policy changes, answer policy and billing questions, take payments, provide requested documentation, and give advice regarding insurance needs.

  • Discover and act on customer issues at an experienced level, by quickly establishing and building trust, provides solutions and uses a structured thought process / problem solving skills to achieve results while balancing customers’ needs with company and legal guidelines.

  • Subject matter expert and assist other associates with questions. Activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance, project input/feedback, ad hoc requests from leadership, etc.

  • Efficiently and effectively complete customer interaction follow-up work to process all requested updates.

  • Ability to quickly navigate multiple computer systems while providing a pleasing customer interaction.

  • Cross-sell and up-sell products to customers providing solutions that protect what’s most important.

  • Provides process and performance improvement recommendations.

  • Performs other duties as assigned.

Typical Skills and Experiences:

Education: High school or comparable diploma; some undergraduate studies preferred

License/Certificates: Licensing may be required, as is continuing education as required by state(s). Associates will be asked to obtain the required state licenses within the time period designated by the business unit. If an associate fails or is unable to obtain required licenses / registrations within the time period designated by the business unit, the associate may be terminated.

Experience: Two-years insurance experience.

Knowledge: Proficient using the systems such as: Passport, Flex Billing, eFile, eLibrary, Reference Connect, Isotel Prometrics, VIN Assist, Microsoft Access, Docusign, Microsoft Outlook, Agent Center, Softphone, IEX, ZOOM and Internet Explorer/Mozilla FireFox. Comprehensive understanding of insurance and customer service concepts. Mastery of key behaviors and competencies. Fully cross-trained on all insurance products for the business unit.

Skills/Competencies: Issue diagnosis, issue resolution, compliance focus, active listening, and customer advocacy. Time management, schedule dependability, basic math skills and ability to interact in a co-hort learning environment. Customer service mindset. Comfort providing consultation and recognizing ability to cross-sell and up-sell on insurance needs. Customer specialist will own the experience, be a customer advocate and is customer centric.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors

Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Manager and Human Resources.

Job Conditions:

Overtime Eligibility: Nonexempt (Eligible)

Working Conditions: Call center environment. Extended periods of sitting/using personal computer and phone. Non-standard hours based on demand from members resulting in contact volumes to be handled. Flexible work options may be available after successful performance is obtained.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Credit Check: Due to the licensing and fiduciary accountabilities, a valid credit check and/or background check will be required as part of the selection process.

Additional Job Description

Compensation Grade : C2

Job ID: 54497

#Customer service